topic Re: Account Suspended in Get Support

Account Suspended

abbasija — Fri, 10 Feb 2023 23:46:26 GMT

I posted yesterday that my phone service wasn't working (calls and date) and thought that it might be a network issue or due to some outage. It turns out my account had been suspended, and I couldn't even access my online profile. There was no way of knowing until I sent a private message on the community page to the CS Agent.

My issue is that before suspending my Account for whatever reason, they should atleast intimate you rather than completely shutting everything off. It doesn't help that there isn't any helpline where I can talk to anyone.

Apparently my account had been suspended due to a chargeback invoice by the bank for a payment made in December! I'm still in talks with the agent to get this resolved, but suspending my account for this reason is no way to treat your customers!!

Re: Account Suspended

Handy1 — Fri, 10 Feb 2023 23:47:29 GMT

@abbasija

Auto pay can fail

To make payment and reactivate plan .. if you know PIN number you can *611 with a voucher and *611 no PIN needed . You can also do this by by calling 18554PUBLIC . otherwise log into self serve make manual payment and reactivate service and or update credit card if necessary

My account

Legend and features

Change plan / update cc /auto pay

Account #/ change # port /swap SIM

If you still have service and your plan renews today / tomorrow you can ignore this suspended notice

Re: Account Suspended

abbasija — Fri, 10 Feb 2023 23:49:36 GMT

Thanks for you message Handy1, but the issue is that I'm not even able to login to my account, and I don't have service either. I'm at the mercy of the CS Agent as I await their response.

Re: Account Suspended

Anonymous — Fri, 10 Feb 2023 23:49:57 GMT

@abbasija- Unfortunately, with a prepaid plan, if there is no payment, service is cut off. Could the system be better - definitely!

Re: Account Suspended

Handy1 — Fri, 10 Feb 2023 23:52:06 GMT

@abbasija Try loggin in again incognito private mode there are cache issues , or did you sign up in store awhile back and never create a self serve account ? If that’s the case you need support to help you create an account

Re: Account Suspended

esjliv — Fri, 10 Feb 2023 23:55:56 GMT

@abbasija - oh no, you did a chargeback for a public charge back in December? This can really mess customers up. It deactivates accounts and can take some time to get sorted out.

Chargebacks around here are not usually good experiences. It is best if you connect with an agent prior to charging back in the future going forward.

Please continue your communication with the agent or open another one, if the first ticket goes quiet after some time.

Re: Account Suspended

abbasija — Sat, 11 Feb 2023 00:12:11 GMT

They're asking for my credit card number and expiry in order to do the payment on my behalf as I cannot access my account. Is this normal?

Re: Account Suspended

Handy1 — Sat, 11 Feb 2023 00:15:12 GMT

@abbasija Yes they are just there to help you Regain access and reactivate you account

Re: Account Suspended

Camera4617 — Sat, 11 Feb 2023 00:33:24 GMT

Shouldn't you be able to login even if account is suspended? Or there is scenario when you cannot.

Edit: I see it explained before..

Re: Account Suspended

dust2dust — Sat, 11 Feb 2023 00:43:03 GMT

From the company's perspective you got free service. They don't like that.

You might need to spend the year paying with a voucher and a lot of hassle. Take what you can get but you're at their mercy.

Re: Account Suspended

LoveNature — Sat, 11 Feb 2023 00:44:23 GMT

@abbasija wrote:
They're asking for my credit card number and expiry in order to do the payment on my behalf as I cannot access my account. Is this normal?

Hi @abbasija

in your private message getting a response from CS_Agent and they ask you for the credit info? if you are comfortable with that it's ok, them will be added to your account, and let them also set up your email and password to you can access to your account.

if you not like to give them your crdit info.. you can use vouchers

until you complete updated credit card payment,

to purchase from any stations or Shell,

then add to your account by call *611

once connected press (1) then (1) again and enter the 12 digit PIN #, on the receipt

Official list of retailers location sell: vouchers

or from online to buy it here: Recharge For Public /\ recharge.com \/ Top-up Public Mobile Recharge.

Re: Account Suspended

BKNS27 — Sat, 11 Feb 2023 06:10:34 GMT

@abbasija

PM is a prepaid service (with no contact) so your account is suspended for nonpayment. Your service shuts off as you just found out.

I heard on the news that someone is setting cell towers on fire yesterday in Abbotsford. That could have affected your service.

Re: Account Suspended

softech — Sat, 11 Feb 2023 06:00:09 GMT

@abbasija PM is a prepaid provider and very sensitive to chargeback. I understand it is not your case, but some people would purposely made chargebacks after getting the service.

The arrangement we saw was that PM agent asked customers to load vouchers for 12 months. After the 12 months, the account will get back to good standing and the customer can log back into a fully functioning My Account.

Allow you to use credit card with them help seems to be a more convenient way. Did they say it is a one time thing and you will be able to get back to My Account like usual? or you will have the 12 months "probatioin" before getting back full access to My Account?